Front office manager

Offer description

 The Front Office Manager plays an important role in overall guest experience, and has crucial responsibility in ensuring excellent first and lasting impressions for each guest. They are responsible for overseeing all relevant Front Office departments to ensure guests’ needs are met throughout their stay and service is delivered consistently in line with the quality standards. They assist in achieving set targets and budgets to maximise room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. They oversee day-to-day functions in the department, starting from pre-arrival guest requests, guest arrival, in-house experience, billing, departure, and post-departure feedback. 

 Significant Working Relationships:

Reporting to: Director of Rooms

Direct Reports: Assistant Front Office Manager(s) as well as Front Office sub-departments that include Reception and Client Relations.

Also works closely with: Other heads of department, particularly Executive Housekeeper, Director of Food & Beverage, Chief Engineer, Events Manager, Director of Sales & Marketing, Director of Revenue and the Reservations team. 

 Duties and Responsibilities
Overseeing Strategic and Financial Direction of Front Office

·        Preparing the yearly budget and planning capital expenditure.

·        Controlling and analysing departmental expenses against the budget and seeking ways to minimise expenses without compromising quality e.g. through controlling wastage.

·        Reviewing daily/monthly/yearly P&L reports with the Director of Rooms, accounting for negative and positive variances, and proposing action plans to address problem areas.

·        Seeking opportunities to improve the profitability of the department.  

·        Monthly Front Office cost and revenue planning.  

·        Keeping abreast of newest trends and innovations in the hospitality industry.

·        Preparing monthly reports on sales and other revenue (e.g. transportation) in conjunction with the Head concierge.

·        Adopting a sales attitude by actively promoting the services and facilities available to guests within the Corinthia Hotel Group, maximizing revenue from other outlets (e.g. car transfers, mobile phone rental, valet services etc.).

·        Taking a proactive approach to revenue growth exploring revenue-maximization ideas.

·        Ensuring that up-selling incentive programmes are managed and documented and to up-sell and cross-sell as frequently as possible.

·        Preparing monthly up-sell room revenue reports.

·        Liaising closely with Reservations and Revenue Management teams daily to monitor, review and maximize RevPAR, occupancy and average room rate.

·        In conjunction with the Finance department, ensuring accounting instructions are accurately managed and the Hotel credit policy is followed by the Reception team.

·        Ensuring that payroll and operating expenses are maintained in ratio with revenues earned (or other agreed targets).

 Overseeing a Smooth Front Office Operation

·        Maintaining effective communication within the department and ensuring that the Director of Rooms is kept well informed of any problems/queries.

·        Reporting any problems/complaints to the Director of Rooms.

·        Being fully conversant with the Corinthia Employee Handbook ensuring it is adhered to.

·        Ensuring that all Front Office departments are correctly staffed, suitably trained and performing their duties to the standard required.

·        Overseeing smooth handovers between shifts.

·        Ensuring that the roster is prepared well in advance and checked weekly to ensure it reflects business needs and adjusted to reflect changing needs (last minute pick-ups, groups, etc.)

·        Ensuring that the Reception operations are operating efficiently and effectively 24 hours a day.

·        Ensuring that all operations meet or exceed the Hotel’s standards.

·        Ensuring that the agreed systems, standards of performance and job descriptions are up-to-date and reviewed regularly.

·        Logging all operational incidents that may have an impact on guest service in the Duty Manager’s Log book and ensure appropriate follow-up.

·        Ensuring that any incidents logged in the Duty Manager’s Log book are updated in the relevant client files.

·        Being fully conversant with all relevant Computer Systems in place (e.g. Corinthia Hotel Group Website, the Intranet, Outlook, Opera and other office applications).

·        Liaising regularly with the Director of Rooms, Head Concierge, Executive Housekeeper and Chief Engineer as well as other departments to ensure good communication is maintained and support is offered.

·        Ensuring regular inspections of the public areas are carried out and that defects are reported and rectified.

·        Ensuring that daily operation check-lists are completed and the team are assisted when necessary.

·        Ensure that VIP allocations are made, amenities arranged. Meeting and greeting VIP guests on behalf of the Director of Rooms / Managing Director where necessary. 

·        Ensuring that guest history is well maintained and that every guest stay is linked to the correct file.

·        Ensuring the night audit and system procedures are accurately followed.

·        Understanding of guest internet access, in-room technology and other relevant hotel technology in order to assist with problems.

·        Ensuring guest key and safety deposit key procedure is adhered to.

·        Setting-up and reviewing procedures and policies for business and service improvements when required.

·        Attending any department training sessions and/or meetings when required.

·        Ensuring continuous cash and credit management within the Reception area particularly with regards to security.

·        Maintaining the security of the Hotel, being fully conversant with the Hotel’s safety and emergency plans i.e. Hotel evacuation, fire, bomb threats, staff/guest accidents, deaths, fights, thefts & system failures.

Ensuring Guest Satisfaction

·        Continuously strive for improving guest satisfaction by enhancing the overall experience. Tailoring individual moments of delight and surprise for our guests.

·        Co-ordinating all special requirements for guests in meeting rooms and guest rooms.

·        Solving full house or over-booking situations with tact and sensitivity.

·        Attending to any guest comments or complaints brought directly or through the Director of Rooms.  

·        Greeting and building relationships with guests and clients.

·        Entertaining existing and potential guests/clients.

 Leading and Developing the Front Office Team

·        Driving the Corinthia Values and philosophy within the team, ensuring all SOPs and policies are well communicated and adhered to.

·        Assessing training needs using guest feedback, online reviews and audits and organising training in liaison with Operational Coaches.

·        Ensuring all new team members receive appropriate training and cross-training in the relevant departments.

·        Carrying out job chats, performance appraisals/reviews and succession planning for all relevant staff on a regular basis.  

·        Managing disciplinary and grievances when required with the HR Department.

·        Being responsible for the welfare and motivation of staff making use of the information obtained through the annual Employee Satisfaction Surveys.

·        Launching and introducing incentive programmes for the staff as a motivation tool.

·        Conducting interviews alongside HR for potential new team members as and when required.

*The list of duties and responsibilities is not necessarily exhaustive and duties may be added, removed and changed from time to time at the Company’s discretion.